Case Record Storage and Retrieval Services RFP (Part I)

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APPENDIX C: SOW TECHNICAL EXHIBITS TECHNICAL EXHIBITS C-1 (Page 2 of 9) 1.2 PERFORMANCE REQUIREMENTS SUMMARY CHART The Performance Requirements Summary Chart is at the end of this Exhibit and lists: • This Contract’s requirements considered most critical to acceptable Contract performance (Column 2 of chart). • The Acceptable Quality Level (AQL) (Column 3 of chart). 1.3 QUALITY ASSURANCE On no less than a semi-annual basis, the Contractor’s performance will be compared to this Contract’s Standards and AQL’s using the County’s Quality Assurance Monitoring Plan (QAMP). The County may use a variety of inspection methods to evaluate the Contractor’s performance. The methods of monitoring that may be used are (but are not limited to): • Random sampling. • Activity checklists. • One hundred percent inspection of items, such as reports and invoices, on a periodic basis as determined necessary to assure a sufficient evaluation of Contractor performance. • Review of computer-generated and manual reports and files. • Participant/Community complaints and/or participant questionnaires. • Participant interviews. • Case reviews. • Observation of Contractor operations. 1.4 CONTRACT DISCREPANCY REPORT (CDR) Performance of a Required Service is considered acceptable when the percent of discrepancies found during Contract monitoring procedures does not exceed the percent of discrepancies allowed by the AQL. When the performance is unacceptable, the Contractor shall be required to respond within ten business days, to a Contract Discrepancy Report (CDR). The CDR will require the Contractor to explain in writing the reasons for such unacceptable performance, and how performance will be returned to an acceptable level, and how recurrence of the problem will be prevented. The CCA will evaluate the Contractor’s explanation and determine if the corrective action is appropriate. The CDR is in SOW Technical B-2. CASE RECORD STORAGE AND RETRIEVAL SERVICES (RFP) 2012 166
APPENDIX C: SOW TECHNICAL EXHIBITS TECHNICAL EXHIBITS C-1 (Page 3 of 9) AQL’s are defined in a variety of ways. An explanation of how AQL’s are used is included in the Statement of Work, in the sections referenced in each of the standards listed on the PRS. 1.5 CRITERIA FOR ACCEPTABLE OR UNACCEPTABLE PERFORMANCE In monitoring the Contractor’s performance in this area, samples are selected at random so that they will be representative of a population of interest. Selections used in sample are used to measure performance on the Standard, and conclusions are made about Contractor performance for the whole population. The random sampling plan includes the following information: AQL - The maximum percent of defects that can occur and still meet this Contract’s Standard for satisfactory performance. Lot Size (Population) - The total number of units or services provided. Sample Size - The number of units to be checked in a given time period. The AQL for each sampling is taken from the Performance Requirements Summary. The lot size is determined by selecting a population that the County determines appropriate for their review. To ensure each service has an equal chance of being selected, a random number table, or other automated sampling tool, is used to determine the sample from the appropriate lot size. When sampling is used, Contractor performance is deemed Unsatisfactory when the results of a review by the County fail to meet the AQL, as defined for each standard in the Performance Requirement Summary Chart, SOW Technical Exhibit B-1 below. 1.6 REMEDY OF DEFECTS Upon a finding of unsatisfactory service and assessment of Unsatisfactory Performance Indicators, the Contractor must, within ten business days, remedy any and all defects in the provision of the Contractor’s services and, as deemed necessary by the CCA, perform such services again at an acceptable level. Failure to correct the deficiency can result in termination of the Contract. CASE RECORD STORAGE AND RETRIEVAL SERVICES (RFP) 2012 167
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